{"id":7239,"date":"2022-07-29T14:56:16","date_gmt":"2022-07-29T11:56:16","guid":{"rendered":"https:\/\/cloudfresh.com\/?p=7239"},"modified":"2025-11-21T14:13:52","modified_gmt":"2025-11-21T11:13:52","slug":"how-to-build-a-customer-success-team-and-why-is-it-essential-for-your-business","status":"publish","type":"post","link":"https:\/\/cloudfresh.com\/cs\/blog\/jak-vytvorit-tym-pro-podporu-zakazniku-a-proc-je-pro-vasi-firmu-nezbytny\/","title":{"rendered":"Jak vytvo\u0159it t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f a pro\u010d je pro va\u0161i firmu nezbytn\u00fd?"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/zendesk_cloudfresh_customer_success_team.jpeg\" alt=\"\" width=\"992\" height=\"637\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Podpora z\u00e1kazn\u00edk\u016f je kl\u00ed\u010dem k udr\u017een\u00ed a loajalit\u011b va\u0161ich klient\u016f. Podle zpr\u00e1vy Zendesk Customer Experience Trends Report 2022 se spole\u010dnosti zam\u011b\u0159ily na pot\u0159eby sv\u00fdch klient\u016f, aby v budoucnu z\u00edskaly v\u00edce z\u00e1kazn\u00edk\u016f a mo\u017enosti jejich stabiln\u00edho r\u016fstu.<\/p>\n<p>Budov\u00e1n\u00ed t\u00fdmu pro podporu z\u00e1kazn\u00edk\u016f je tedy d\u016fle\u017eit\u00e9 nejen pro startupy, ale pro ka\u017edou firmu, kter\u00e1 chce zv\u00fd\u0161it sv\u016fj zisk, po\u010det sv\u00fdch klient\u016f a kvalitu poskytovan\u00fdch slu\u017eeb.<\/p>\n<p>&nbsp;<\/p>\n<h3>Co je to t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f?<\/h3>\n<p>T\u00fdm pro podporu z\u00e1kazn\u00edk\u016f je jedn\u00edm z odd\u011blen\u00ed va\u0161\u00ed spole\u010dnosti, kter\u00e9 se zam\u011b\u0159uje na budov\u00e1n\u00ed dlouhodob\u00fdch vztah\u016f se z\u00e1kazn\u00edky. Tato skupina komunikuje p\u0159\u00edmo se z\u00e1kazn\u00edky s c\u00edlem vy\u0159e\u0161it jejich probl\u00e9my a poskytnout jim co nejv\u011bt\u0161\u00ed u\u017eitek z va\u0161ich produkt\u016f a slu\u017eeb. Z\u00e1sadn\u00ed je dlouhodob\u011b podporovat klienty, v\u017edy se jich pt\u00e1t na jejich aktu\u00e1ln\u00ed probl\u00e9my a pot\u0159eby a nep\u0159eru\u0161ovat spolupr\u00e1ci po zakoupen\u00ed produkt\u016f, resp. poskytnut\u00ed slu\u017eeb.<\/p>\n<p>&nbsp;<\/p>\n<h3>Kdy byste m\u011bli za\u010d\u00edt budovat t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f?<\/h3>\n<p>Pokud va\u0161e spole\u010dnost nem\u00e1 t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f, nikdy nen\u00ed p\u0159\u00edli\u0161 brzy za\u010d\u00edt. Podle Sama Chandlera, \u0159editele pro Startup Success ve spole\u010dnosti Zendesk, \u010d\u00edm d\u0159\u00edve za\u010dnete, t\u00edm m\u00e9n\u011b \u010dasu str\u00e1v\u00edte snahou oslovit a zaujmout klienty. Udr\u017een\u00ed klient\u016f by m\u011blo b\u00fdt specifickou odpov\u011bdnost\u00ed n\u011bkter\u00fdch t\u00fdm\u016f. V opa\u010dn\u00e9m p\u0159\u00edpad\u011b, pokud je to zodpov\u011bdnost v\u0161ech &#8211; nen\u00ed to zodpov\u011bdnost nikoho.<\/p>\n<p><img decoding=\"async\" class=\"wp-image-7241 aligncenter\" src=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/when_to_start_customer_success_team.jpeg\" alt=\"\" width=\"883\" height=\"567\" srcset=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/when_to_start_customer_success_team.jpeg 1596w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/when_to_start_customer_success_team-300x192.jpeg 300w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/when_to_start_customer_success_team-768x493.jpeg 768w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/when_to_start_customer_success_team-1024x657.jpeg 1024w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/when_to_start_customer_success_team-600x385.jpeg 600w\" sizes=\"(max-width: 883px) 100vw, 883px\" \/><\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3>Jak\u00e9 by m\u011bly b\u00fdt povinnosti va\u0161eho t\u00fdmu pro podporu z\u00e1kazn\u00edk\u016f?<\/h3>\n<p>Povinnosti va\u0161eho t\u00fdmu pro podporu z\u00e1kazn\u00edk\u016f budou z\u00e1viset na specifik\u00e1ch va\u0161ich firemn\u00edch produkt\u016f a slu\u017eeb. M\u016f\u017eeme v\u0161ak upozornit na n\u011bkolik povinnost\u00ed, kter\u00e9 jsou spole\u010dn\u00e9 a mohou b\u00fdt vhodn\u00e9 pro r\u016fzn\u00e9 skupiny:<\/p>\n<ul>\n<li aria-level=\"1\">Z\u00edsk\u00e1vejte z\u00e1kazn\u00edky, udr\u017eujte je, zapojte je a pom\u00e1hejte jim v r\u016fstu.<\/li>\n<li aria-level=\"1\">Spolupracujte s odd\u011blen\u00edm prodeje, produktov\u00fdm odd\u011blen\u00edm a dal\u0161\u00edmi odd\u011blen\u00edmi, abyste zajistili, \u017ee v\u00e1\u0161 produkt nebo slu\u017eba p\u0159inese z\u00e1kazn\u00edkovi n\u00e1vratnost investic.<\/li>\n<li aria-level=\"1\">Identifikujte probl\u00e9my z\u00e1kazn\u00edk\u016f a \u0159e\u0161te je.<\/li>\n<li aria-level=\"1\">Udr\u017eujte odborn\u00e9 znalosti o produktu.<\/li>\n<li aria-level=\"1\">Podporujte klienty v r\u016fzn\u00fdch f\u00e1z\u00edch \u017eivotn\u00edho cyklu z\u00e1kazn\u00edka.<\/li>\n<li aria-level=\"1\">Ve\u010fte sch\u016fzky s klienty.<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"wp-image-7242 aligncenter\" src=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/customer_success_team_responsibilities.jpeg\" alt=\"\" width=\"874\" height=\"561\" srcset=\"https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/customer_success_team_responsibilities.jpeg 1596w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/customer_success_team_responsibilities-300x192.jpeg 300w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/customer_success_team_responsibilities-768x493.jpeg 768w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/customer_success_team_responsibilities-1024x657.jpeg 1024w, https:\/\/cloudfresh.com\/wp-content\/uploads\/2022\/07\/customer_success_team_responsibilities-600x385.jpeg 600w\" sizes=\"(max-width: 874px) 100vw, 874px\" \/><\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h3>Jak sestavit t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f<\/h3>\n<p>Pokud se c\u00edt\u00edte p\u0159ipraveni na vytvo\u0159en\u00ed t\u00fdmu pro podporu z\u00e1kazn\u00edk\u016f, poj\u010fme si odpov\u011bd\u011bt na n\u00e1sleduj\u00edc\u00ed ot\u00e1zky, kter\u00e9 doporu\u010duje Sam Chandler.<\/p>\n<p><strong>1. M\u00e1te vedouc\u00ed pracovn\u00edky?\u00a0<\/strong><\/p>\n<p>Pomohlo by, kdybyste m\u011bli podporu veden\u00ed, aby byl t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f dob\u0159e organizovan\u00fd a orientovan\u00fd na c\u00edle. M\u011blo by sledovat, analyzovat a podporovat v\u00fdkon va\u0161eho t\u00fdmu a zapojovat se do proces\u016f.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>2. Kdo je v\u00e1\u0161 z\u00e1kazn\u00edk?\u00a0<\/strong><\/p>\n<p>Definovat hlavn\u00ed skupiny z\u00e1kazn\u00edk\u016f a p\u0159\u00edpadn\u011b do hloubky pochopit jejich pot\u0159eby je jedn\u00edm z prvn\u00edch nezbytn\u00fdch krok\u016f k vytvo\u0159en\u00ed skupiny pro podporu z\u00e1kazn\u00edk\u016f. K identifikaci z\u00e1kazn\u00edk\u016f a jejich lep\u0161\u00edmu pozn\u00e1n\u00ed m\u016f\u017eete vyu\u017e\u00edt z\u00e1kaznick\u00e9 persony, fokusn\u00ed skupiny a pr\u016fzkumy.<\/p>\n<p>M\u016f\u017eete tak\u00e9 prov\u00e9st segmenta\u010dn\u00ed anal\u00fdzu sv\u00fdch klient\u016f a rozd\u011blit sv\u00e9 z\u00e1kazn\u00edky do r\u016fzn\u00fdch skupin osob se spole\u010dn\u00fdmi charakteristikami. To by pomohlo l\u00e9pe analyzovat z\u00e1jmy a pot\u0159eby klient\u016f a zv\u00fd\u0161it jejich spokojenost.<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<p><strong>3. Pro\u010d n\u00e1s z\u00e1kazn\u00edci pot\u0159ebuj\u00ed?\u00a0<\/strong><\/p>\n<p>Abyste pochopili c\u00edle a probl\u00e9my sv\u00fdch z\u00e1kazn\u00edk\u016f, mus\u00edte analyzovat f\u00e1ze, kter\u00fdmi proch\u00e1zej\u00ed p\u0159i spolupr\u00e1ci s va\u0161\u00ed firmou. M\u016f\u017eete vytvo\u0159it mapov\u00e1n\u00ed cesty a pod\u00edvat se na z\u00e1kazn\u00edka z jeho perspektivy. To v\u00e1m pom\u016f\u017ee pochopit, co z\u00e1kazn\u00edci v r\u016fzn\u00fdch f\u00e1z\u00edch pot\u0159ebuj\u00ed a jak dos\u00e1hnout jejich c\u00edl\u016f poskytnut\u00edm t\u011bch nejlep\u0161\u00edch slu\u017eeb.<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<p><strong>4. Pro\u010d chcete vytvo\u0159it t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f pr\u00e1v\u011b te\u010f?\u00a0<\/strong><\/p>\n<p>Podle Sama Chandlera je odpov\u011b\u010f na tuto ot\u00e1zku z\u00e1sadn\u00ed. Kdy\u017e budete v\u011bd\u011bt, pro\u010d pot\u0159ebujete vytvo\u0159it t\u00fdm pro z\u00e1kaznickou podporu pr\u00e1v\u011b te\u010f, pom\u016f\u017ee v\u00e1m to v dal\u0161\u00edm postupu, jak jej vytvo\u0159it.<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<p><strong>5. Jak se bude m\u011b\u0159it efektivita t\u00fdmu?\u00a0<\/strong><\/p>\n<p>Abyste mohli l\u00e9pe analyzovat v\u00fdsledky pr\u00e1ce va\u0161eho t\u00fdmu z\u00e1kaznick\u00e9 podpory, je d\u016fle\u017eit\u00e9 nastavit n\u011bkter\u00e9 ukazatele jejich efektivity. M\u016f\u017eete tak\u00e9 po\u017e\u00e1dat, aby veden\u00ed poskytovali pravideln\u00e9 aktualizace, aby mohlo sledovat a m\u011b\u0159it produktivitu t\u00fdmu. Je tak\u00e9 mo\u017en\u00e9 pou\u017e\u00edt software pro podporu z\u00e1kazn\u00edk\u016f, kter\u00fd usnadn\u00ed anal\u00fdzu pr\u00e1ce a jedn\u00e1n\u00ed podle pot\u0159eb va\u0161ich z\u00e1kazn\u00edk\u016f.<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<p><strong>6. Kdo by m\u011bl b\u00fdt zodpov\u011bdn\u00fd za v\u00e1\u0161 program podpory z\u00e1kazn\u00edk\u016f?\u00a0<\/strong><\/p>\n<p>Pro vybudov\u00e1n\u00ed t\u00fdmu z\u00e1kaznick\u00e9 podpory je z\u00e1sadn\u00edm krokem proces n\u00e1boru zam\u011bstnanc\u016f. Nejprve zva\u017ete, zda pot\u0159ebujete \u010dlov\u011bka, kter\u00fd skupinu sestav\u00ed. Pokud ano, pak byste m\u011bli za\u010d\u00edt mana\u017eerem podpory z\u00e1kazn\u00edk\u016f a najmout osobu, kter\u00e1 by mohla \u0159\u00eddit vytv\u00e1\u0159en\u00ed program\u016f podpory z\u00e1kazn\u00edk\u016f a monitorovat kolegy. Tato osoba by m\u011bla p\u0159evz\u00edt kompletn\u00ed zodpov\u011bdnost za v\u0161echny operace vzhledem k t\u00fdmu podpory z\u00e1kazn\u00edk\u016f, nastavit vizi a m\u00edt schopnosti vytvo\u0159it jej od nuly.<\/p>\n<h3><\/h3>\n<p><strong>7. Jak vytvo\u0159it t\u00fdm pro podporu z\u00e1kazn\u00edk\u016f<\/strong><\/p>\n<p>Vytv\u00e1\u0159en\u00ed nov\u00fdch funk\u010dn\u00edch t\u00fdm\u016f a ur\u010dov\u00e1n\u00ed toho, komu budou pod\u0159\u00edzeny, je slo\u017eit\u00e9 a m\u011blo by z\u00e1viset na struktu\u0159e, vizi a pot\u0159eb\u00e1ch va\u0161\u00ed spole\u010dnosti.<\/p>\n<p>P\u0159i ur\u010dov\u00e1n\u00ed rol\u00ed, kter\u00e9 pot\u0159ebujete pro odd\u011blen\u00ed pro podporu z\u00e1kazn\u00edk\u016f, byste si m\u011bli uv\u011bdomit, \u017ee ka\u017ed\u00fd nem\u016f\u017ee m\u00edt hlubok\u00e9 znalosti o ka\u017ed\u00e9 \u010d\u00e1sti pr\u00e1ce. N\u011bkte\u0159\u00ed lid\u00e9 se tedy stanou profesion\u00e1ly v jedn\u00e9 \u010d\u00e1sti procesu, jin\u00ed v jin\u00e9.<\/p>\n<p>Definov\u00e1n\u00ed t\u011bchto rol\u00ed tak\u00e9 poskytuje lidem p\u0159esnou kari\u00e9rn\u00ed cestu do budoucna. Lid\u00e9 by tak mohli b\u00fdt spokojen\u011bj\u0161\u00ed, proto\u017ee by l\u00e9pe pochopili, kam se jejich kari\u00e9ra ub\u00edr\u00e1 a zda jim vyhovuje.<\/p>\n<p>Vytvo\u0159en\u00ed t\u00fdmu pro podporu z\u00e1kazn\u00edk\u016f je tedy d\u016fle\u017eitou f\u00e1z\u00ed r\u016fstu va\u0161\u00ed spole\u010dnosti, kter\u00e1 v\u00e1m pom\u016f\u017ee z\u00edskat nov\u00e9 klienty a poskytovat ty nejlep\u0161\u00ed slu\u017eby t\u011bm st\u00e1vaj\u00edc\u00edm. Jak m\u016f\u017eete vid\u011bt, je t\u0159eba hodn\u011b pr\u00e1ce, aby byl t\u00fdm dob\u0159e organizovan\u00fd a pracoval co nejl\u00e9pe pro va\u0161i firmu a zisk va\u0161ich klient\u016f.<\/p>\n<p>Zendesk m\u016f\u017ee navrhnout pohodln\u00e9 a snadno pou\u017eiteln\u00e9 n\u00e1stroje, kter\u00e9 zajist\u00ed nejlep\u0161\u00ed <a href=\"https:\/\/cloudfresh.com\/cs\/blog\/co-je-to-manazer-uspechu-zakazniku-csm\/\" rel=\"\">\u0159\u00edzen\u00ed z\u00e1kaznick\u00e9ho \u00fasp\u011bchu<\/a>, sledovat v\u00fdsledky va\u0161eho t\u00fdmu pro \u00fasp\u011bch z\u00e1kazn\u00edk\u016f a budovat dlouhodob\u00e9 vztahy s va\u0161imi klienty.<\/p>\n<p>T\u00fdm Cloudfresh je jedine\u010dn\u00fdm centrem odborn\u00fdch znalost\u00ed pro slu\u017eby <a href=\"https:\/\/cloudfresh.com\/cs\/produkty-zendesk\/\">Zendesk<\/a>, <a href=\"https:\/\/cloudfresh.com\/cs\/produkty\/google-cloud-platform\/\">Google Cloud<\/a> a <a href=\"https:\/\/cloudfresh.com\/cs\/produkty\/asana\/\">Asana<\/a>. Pro tyto produkty v\u00e1m m\u016f\u017eeme poskytnout n\u00e1sleduj\u00edc\u00ed slu\u017eby:<\/p>\n<ul>\n<li aria-level=\"1\">P\u0159izp\u016fsoben\u00ed;<\/li>\n<li aria-level=\"1\">V\u00fdvoj;<\/li>\n<li aria-level=\"1\">Integrace;<\/li>\n<li aria-level=\"1\">\u0160kolen\u00ed;<\/li>\n<li aria-level=\"1\">Licence;<\/li>\n<li aria-level=\"1\">Podpora.<\/li>\n<\/ul>\n<p>Na\u0161i specialist\u00e9 v\u00e1m pomohou optimalizovat va\u0161i IT infrastrukturu, vyvinou integrace pro lep\u0161\u00ed interoperabilitu syst\u00e9m\u016f a pomohou vytvo\u0159it zcela nov\u00e9 struktury a procesy pro va\u0161e t\u00fdmy. Z\u00e1rove\u0148 v\u00e1m na\u0161e centrum podpory poskytne ty nejlep\u0161\u00ed z\u00e1kaznick\u00e9 zku\u0161enosti!<\/p>","protected":false},"excerpt":{"rendered":"<p>&nbsp; Podpora z\u00e1kazn\u00edk\u016f je kl\u00ed\u010dem k udr\u017een\u00ed a loajalit\u011b va\u0161ich klient\u016f. Podle zpr\u00e1vy Zendesk Customer Experience Trends Report 2022 se spole\u010dnosti zam\u011b\u0159ily na pot\u0159eby sv\u00fdch klient\u016f, aby v budoucnu z\u00edskaly v\u00edce z\u00e1kazn\u00edk\u016f a mo\u017enosti jejich stabiln\u00edho r\u016fstu. Budov\u00e1n\u00ed t\u00fdmu pro podporu z\u00e1kazn\u00edk\u016f je tedy d\u016fle\u017eit\u00e9 nejen pro startupy, ale pro ka\u017edou firmu, kter\u00e1 chce zv\u00fd\u0161it [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":7240,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[3,147],"tags":[],"class_list":["post-7239","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-blog","category-zendesk-articles"],"_links":{"self":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/7239","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/comments?post=7239"}],"version-history":[{"count":0,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/7239\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media\/7240"}],"wp:attachment":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media?parent=7239"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/categories?post=7239"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/tags?post=7239"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}